000			01493nam a2200181 a 4500
020			_a9780761993063
020			_a0761993061
082			_a658.562 _bMUR
100			_aMurthy, D.B.N.
245			_aManaging quality : a practical guide to customer satisfaction
260			_aNew Delhi: _bResponse Books, _c1999.
300			_a226p.
500			_aIncludes index
505			_a1. The Quality Imperative -- 2. Basic Facilities for Quality -- 3. The Human Factor -- 4. Training and Motivating People -- 5. Quality through Research and Development -- 6. Quality in Inputs -- 7. Quality in Production -- 8. Quality Control Techniques -- 9. Quality Cost, Audit and Certification -- 10. Macro Quality Issues -- 11. Total Quality Management -- 12. Producers and Customers' Satisfaction -- 13. Quality in the Service Industry -- 14. The Future of Quality.
520			_a "The opening up of the Indian economy and the emerging globalization have paved the way for an ever-increasing range of quality products and services. With real choices now available, customers have become more demanding and discriminating. Hence, it has become imperative for organizations to focus on customer satisfaction as a strategic business objective for their very survival and growth. This book is a practical guide for the implementation of holistic quality management practices to achieve total and continuous customer satisfaction."--Jacket.
650			_aTotal quality management.
942			_cREF
999			_c37366 _d37366